Cabin class downgrade with Singapore Airlines

Transportation, Travel and Trips
1
I just wanted to describe my recent experience with Singapore Airlines

In February we booked Premium Economy nice and early for a November trip to Sydney. Around June we received an email indicating our cabin class would be downgraded (appparently they moved the Prem Eco planes to the Singapore-Japan route). The replacement planes have only business and normal eco.

The email said we would be contacted, this occured only in October. They offered no compensation, and promises of escalation appear little more than deflection.

As much as I still think SIA is a good airline, I would not book Premium Economy with them again as this customer treatment is unacceptable.

2
Well Knowledge is power. This is what EU Regulation 261/94 (which has been incorporated into Swiss law) says about downgrading:

The 7 days would be from the date of the flights.

3
This doesn't apply, because the actual flight departing ZRH is still Prem Eco. It is the SIN-SYD leg (there and return) that has been downgraded.

4
I guess they warned you, so you have time to consider your options...

What 'solution' do you want from them ? A price reduction ? An upgrade to business without paying for it ? A chance to cancel and rebook with another airline ?

5
but do they charge you less to move you to economy? or you pay the same price for the reduced class?

6
@litespeed

It wouldn't hurt to hit the thanks button for the research that bowlie did for you.

Your original post did not mention the fact that the issue was only on the Singapore to/from Sydney portion.

7
I simply wanted what I paid for, and to be taken seriously as a customer. In the email they gave no information (FAQs or similar) that would inform me of the likely options and/or allow me to make an early enough decision. They simply said they would contact me shortly...which turned out to be 4 months later only 3 weeks before departure.

We chose PE for medical reasons, and now 7-8 hours in normal economy will cause one of us extreme discomfort...something the airline also doesn't care about.

The price hasn't changed. No refund in money or miles.

Apologies, I've posted this in a few places (rant distribution) and this is the one place I didn't mention it. Thanks given.

8

I refer to the ruling Mennes vs Emirates, 2016.

You’re entitled 75% refund of the pro-rata amount by distance.

https://www.flyertalk.com/forum/26864509-post636.html

9
Have you called them?

10
Is their really that much difference between Premium Eco and Eco ?

11
Definitely.

12
That’s not really the point is it?

If you pay extra for something you expect to receive it.

13
I agree the regulation is ambiguous but recent court rulings has suggested that all legs of connecting flights are covered by the regulation if the ticket was purchased in the EEA and travel originates or is destined there.

It won’t hurt to use the regulation as an argument in support of whatever compensation you are seeking. Even their lawyers have no idea how courts will rule on this.

14
Here is what I have done in the past.

Write to them and keep escalating if the issue is not resolved.

I think I got resolution once my email ended at the desk of the President